Envision Launches Click2Coach 12.1 with Speech Analytics

Envision has added speech analytics capabilities to the most recent release of its Click2Coach solution. These new capabilities will allow contact center managers to identify customer experience detractors and coachable moments to deliver targeted coaching to agents.

"Click2Coach 12.1 now gives contact centers a unique way to use speech analytics and data-driven techniques to consistently improve customer experience and agent performance," said Rodney Kuhn, Envision's CEO, in a statement. "Until now, many speech analytics solutions have required dedicated staff in order to leverage this powerful technology to see results. Instead, we have made speech analytics a capability within our solution that supervisors, coaches, and trainers within the contact center can leverage, and it does not require a speech subject matter expert on staff."

The new release is available for cloud or on-premises deployments.